Ale for the Soul

On Friday, March 20, 2020, I successfully graduated from the Enterprise training program.  Does this mean I know everything I need to in order to flourish with the company?  On a limited scale, the answer is "Yes!"  Albert Einstein once stated, "The more I learn, the more I realize how much I don't know."  Wow, what a jam-packed morsel of truth that statement is!  Even though I was given tools to use for a future with the company, I also recognize there is so much more that could have been taught in the five weeks I was in training.  I do feel adequately trained; however, the training material could have been greatly expanded to include basic information that would connect the dots in much of what we do as customer service representatives.  For my first week out of training, I felt the the phone calls were generally good overall.  There were a few potential difficult customers, but the safety net for such incidents is the Escalations Department....

On Monday, I will enter week number five of training with Enterprise Rent-A-Car.  Even though I'm still technically in training, I have been on the phones for the previous four-and-a-half days.  There is some sort of safety net in place during this time, but I am largely at the mercy of what I have been trained thus far.  For what remains to be learned, I must now do so on my own.  Thankfully, my new team supervisor has been helpful in reaching out to me a few times.  (Once out of training I will report to Team Sindwinder under the Superteam Dodge.  Very appropriate names considering who I work for.)  With each and every day that passes, I am becoming more confident with a good portion of what is required of me on a daily basis; however, I am also becoming increasingly aware of how much I don't know and have yet to learn.  Ugh!  Just when I think yours truly is getting a handle on the job, some aspect of navigating the software pops up that I...